Landline not working but internet is

[orangebanana]

My DECT landline phone seems to have stopped working for some reason.  I can't call a mobile from it and the mobile can't call the landline.  I've tried another DECT phone with the same result.  I've tried plugging the DECT phones into the wall directly (bypassing the microfilter) and still no joy.

https://www.sky.com/servicechecker says:

Sky Broadband Superfast - Looks good - 34.7/Mb/s

WiFi - Looks good

Sky Q - Looks good

Is there a way for Sky to test my phone line?  The online tools from the Sky website seem to just test the broadband.  I do not have Internet Calls but have Sky Talk Anytime Extra.  I don't have any other phones to test the connection.  My mobile is only an emergency PAYG phone and so I've no phone currently.

[Daniel0210]

@orangebanana 

If you haven't done it yet try the below line test. Disregard it saying it will test your broadband

https://www.sky.com/help/articles/fix-phone-problems-start 

[Mark39]

@orangebanana you would need to contact Sky for a line test. If you follow through the help guide here, tapping 'still need help' and then 'prefer to get in touch' it will give you contact options, including a live chat option (currently available as I type this).

https://www.sky.com/help/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-standard-wh...

[orangebanana]

Thank you @Daniel0210 and @Mark39.

I tried to use the chat option but it said it was unavailable at around 3PM.

[Mark39]

@orangebanana that probably means the chat advisers were all occupied. You could try again later?.

[orangebanana]

@Mark39 do you know if you could request a line test from Sky on my behalf to save me constantly refreshing the chat page?

[Mark39]

@orangebanana unfortunately that's not something we Superusers can do . Sky will need to verify your identity before they can run a line test.

[orangebanana]

@Mark39 do you know what I can do about contacting Sky when obviously the Sky chat function is designed to not be usable for masses of paying customers and my Sky phone line doesn't work?

Can you escalate the issue somehow?

[Daniel0210]

@orangebanana 

The escalation process on here has been unavailable since the summer and we don't know when it'll return.

These are the current methods for contacting Sky, and some will be more appropriate than others for your particular situation …

🟢 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🟡Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed at a weekend.

[orangebanana]

Finally got through to Sky without a phone by filling in an online website complaint form and explaining the situation:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/